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Business Operations Manager, IT Services - Global service desk (virtual support)

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Amazon continues to experience explosive growth and are constantly moving at pace. To support this growth, IT Services (ITS) is looking for an experienced Business Operations Manager within the IT global service desk (virtual support) Support organization. The Business Operations Manager will be responsible for contributing to the overall health of the organization focused on maturing the rhythm of the business encompassing Weekly/Monthly/Quarterly Business Reviews, oversight of financials, data analysis to reduce contacts, assisting the development of production goals, leading improvements in cross functional workflows, and partnering to establish the Amazon Virtual Support Strategy for IT. This role will focus on improving the Amazonian experience with Virtual service and support encompassing: site infrastructure, in-person IT support, executive support, meeting room/AV, warehouse and logistics, PC lifecycle refresh, IT vending, and Event Production.<br><br>This role will be required to successfully partner with various groups across Amazon including Enterprise Engineering, Corporate Infrastructure Services, Global Real Estate and Facilities, IT Products and Development, and both physical and logical Security. You will need to interface with Amazon leaders and stakeholders on new programs and initiatives and make tradeoffs between short-term needs vs. long-term needs. The successful candidate is an excellent communicator that finds innovated ways to deliver customer experience improvements within a cross functional collaborative team.<br><br>The ideal candidate needs to be a hybrid: part visionary/part firefighter/part builder/part operator. It demands an individual who is passionate about the opportunity to help evolve a critical IT team at a fast-growing company and who is always driving continuous improvement and simplification for customers and the team.<br><br>Key job responsibilities<br>โ€ข Strategy and Planning - Partner in the development of IT global service desk (virtual support) Support 3-year plan.<br>โ€ข Process Improvement - Collaborate with peer organizations to lead global service improvement efforts across IT.<br>โ€ข Program Management - Act as the focal for new products/services launches coming into the virtual support team from partner organizations (e.g. Appointment Based Support).<br>โ€ข Tools Standardization - Lead an effort to rationalize the number of tools leveraged by virtual support to improve utilization and reporting.<br>โ€ข Rhythm of the business - Lead the Weekly, Monthly, and Quarterly business review process for virtual support.<br>โ€ข Stakeholder Engagement - Partner with key stakeholders including Enterprise Engineering, Networking, Business Intelligence and Product Management to influence the development, design, and reporting of virtual support tooling. To accomplish this the candidate must have a solid understanding of IT infrastructure and End User computing in a corporate environment.<br>โ€ข Data Analysis - Dive deep into contact data to understand why Amazonians require support to influence product roadmaps while reducing defects through process improvement and root cause analysis.<br>โ€ข Standardization - Responsible for leading standardization of global processes and reporting across ITS virtual Support.<br><br><b>BASIC QUALIFICATIONS</b><br><br>- 6+ years of program or project management experience<br><br>- Experience using data and metrics to determine and drive improvements<br><br>- Experience owning program strategy, end to end delivery, and communicating results to senior leadership<br><br>- 6+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience<br><br>- IT infrastructure, IT service management or IT business experience<br><br>- Solid understanding of infrastructure, telephony, and PCs<br><br>- Experience in lean, six-sigma, process improvement.<br><br>- Ability to travel regionally and internationally as needed.<br><br>- Experience managing programs across cross functional teams, building processes, and coordinating release schedules.<br><br><b>PREFERRED QUALIFICATIONS</b><br><br>- 6+ years of driving process improvements experience<br><br>- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field<br><br>- Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams.<br><br>- Results-oriented person with strong organizational skills and a delivery focus<br><br>- Experience working with operations and business teams to communicate impacts and to understand business requirements.<br><br>- Clear, professional technical writing and communication skills<br><br>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br><br>Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.<br><br>The base salary for this position ranges from $84,400/year up to $141,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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